Significant Stat: Bad Customer Service
82% of people have stopped doing business with a company due to bad customer service. (source)
Advice from Jeff Hargett, Senior Corporate Director, Culture Transformation at The Ritz-Carlton Leadership Center:
If you didn’t believe it before, the statistics prove it: most customers at one time or another—whether deciding to join you as a new customer or stay with you as an existing customer—involve the “customer service experience” as a factor in that decision. Also, how many of your potential new customers are influenced by speaking with your existing customers when making that decision? How long will companies continue to convince themselves that better price points and more state-of-the-art equipment outweigh better customer service? At The Ritz-Carlton Hotel Company, we realize that our price points, our locations, our fine china and our linen thread counts can only get us so far. The one thing that impacts each and every customer—the one thing that is exclusively ours to control and that we can utilize to stake our claim of excellence in the Experience Arena—is our SERVICE. How many customers have you brought on board or kept from jumping ship because of your service? ∞
Join us for a one-day symposium, “Your Journey to Service Excellence.” The day includes a keynote speaker, a Q&A session with The Ritz-Carlton executive panel, an optional networking reception and presentations about legendary service, employee engagement and developing a customer-centric culture.